Related skills
reporting documentation jira ticketing📋 Description
- Escalation pipeline management; gatekeeper for escalations; ensure triage SLAs and Jira data integrity.
- Resolution driving & cross-functional coordination; unblock escalations and provide ETAs.
- Governance & action tracking; translate governance reports into actionable tasks with SLAs.
- Knowledge Base (KB) quality assurance; manage tech docs lifecycle and ensure proper resolution steps.
- Content validation; human-in-the-loop QA for auto-generated KB articles and summaries.
- Operational reporting; maintain daily trackers detailing blockers, interventions, and next steps.
🎯 Requirements
- 3-5 years in Incident Management, Support Operations, or Technical Project Management within a fast-paced SaaS environment.
- Technical aptitude with APIs, databases, logs, and deployment processes to validate articles and collaborate with Engineering on ETAs.
- Proven track record of enforcing processes, SLAs, and data integrity without formal reporting authority.
- Tooling expertise with enterprise ticketing systems (e.g., Jira) and spreadsheet tools for operational tracking.
🎁 Benefits
- Competitive salary and stock options.
- Comprehensive medical and insurance benefits.
- Paid time off and maternity/paternity leave.
- Unlimited access to online courses and manager development programs.
- Flexible working environment and office snacks and perks.
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